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Configuring Alternate Load Plan to Enable Direct Load to the Entry-Level Contact Performance Aggregates

The Contact Center Performance table stores information at a contact and representative grain. In case the data is not available at a contact grain, you can alternately choose to provide summarized data at the hourly level and load the Contact Center Performance hourly aggregate table, W_CNTCT_CNTR_PERF_REP_HOUR_A, directly.

This data will be used by the post-load process to load the following higher level aggregates.

W_CNTCT_CNTR_PERF_REP_DAY_A

W_CNTCT_CNTR_PERF_REP_MONTH_A

W_CNTCT_CNTR_PERF_ORG_HOUR_A

W_CNTCT_CNTR_PERF_ORG_DAY_A

To configure the alternate load plan to directly load aggregate

1. Login to the DAC repository
2. Select the Universal container
3. Go to Design -> Subject Area and query for the "Service - Contact Center Performance" subject area
4. With this subject area selected, in the detail pane, click on Configuration pointTags
5. Uncheck the configuration point "ECC- Load into base fact and then aggregates"
6. Check the configuration point "ECC - Load directly into aggregate facts"
7. Redesign the subject area "Service - Contact Center Performance and save.
8. Redesign the execution plan "Universal Contact Center Telephony Analytics".

To provide hour level data

1. Open the file_rep_activity_hour.csv using wordpad or notepad from $PMRootDir\SrcFiles folder.
2. Enter the data for Contact Center Performance at the hourly level.
3. Save and close the file.

NOTE:  The Configuration Tag for the Direct Load to both Rep Activity and Contact Center Performance Hourly Aggregates is the same and hence either both can be loaded at hourly level or both can be loaded at point-in-time grain.